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Office 365 backup failure

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Beginner
Posts: 1
Comments: 7

I've just bought an Acronis True Image 2020 Premium subscription.

Backing up a small test selection of files and folders from my computer seem to work fine.

But I also want to back up my Office 365 Personal account, including OneDrive and my mailbox.

So I configure a new backup for Office 365 in the Online Dashboard, allow Acronis access to my Office 365 account, and leave the backup options on the defaults.

First backup attempt runs for a while and backs up the mailbox (it's very small, just a few MB), but then errors on OneDrive with:

"Cannot back up the contents of '/foldername/foldername/foldername/filename.ext': '[Archive Server]: insufficient storage'".

At this point my "Storage Status" still shows all of 1024 GB free.

Afterwards I deleted and recreated the backup a few times, and even uninstalled and reinstalled Acronis True Image 2020 while I couldn't think of anything else to try. No luck, but the backup fails quite quickly now and the error message is now slightly different:

"Cannot open or create backup file 'my_username@hotmail_com_OneDrive_d301f097874e33efb8fb4f368c318f71_8cf4dfd6-bf95-4c90-b190-a7da90d55791_0A'. [Archive Server]: insufficient storage".

I've opened a support case, never heard back, tried online webchat, provided some requested logs and so forth, and haven't heard back, so I'm wondering if the community could perhaps assist.

Thanks!

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Beginner
Posts: 1
Comments: 7

#1

Why don't I see this topic on the forum?

Legend
Posts: 82
Comments: 19303

#2

Joe, welcome to these public User Forums.

The lack of response from Acronis support is most probably due to the Christmas / New Year holidays and staff having time off with their families.

I am not able to help you directly with the Office 365 backup issue as this is something that I do not have or use. 

You are welcome to zip up and attach any logs for the problem using the File upload option in the forum here and I will take a look.  Please check the log data before posting to ensure that it doesn't disclose any personal information such as your email address etc.  The alternative option would be to put the data on OneDrive and then send me a private message with a link to it.

As this is essentially a web driven service, I suspect that Acronis Support will have to be the people who can resolve the issue here, as they have access to their own server logs etc, which is not available to the folks here in the forums.

Forum Hero
Posts: 36
Comments: 7580

#3

Joe,

Is any of this data you are attempting to backup shared of Group mailboxes?

These are not supported for backup by True Image.

Beginner
Posts: 1
Comments: 7

#4

Thanks for the warm welcome.

Note that the very first backup attempt successfully backed up my mailbox, but failed on OneDrive.  I have an Office 365 Personal account, so in theory it's just a regular user mailbox.

I've generated an Acronis system report on my computer and trawled through the captured logs, and don't see anything there related to the Office 365 backups at all.  I didn't really expect to, because the issue relates to cloud-to-cloud backups, right?  Computer to Acronis Cloud backups work fine as expected.

So I agree with Steve that this is going to have to be solved by Acronis support.

I'll update this thread as/when the issue is solved, in case it helps someone else.

Thanks!

Forum Hero
Posts: 36
Comments: 7580

#5

Yeah, I agree, this one is going to have be left up to Support.  Keep us posted. :)

Beginner
Posts: 1
Comments: 7

#6

No meaningful response from support just yet.

So, I'm tempted to completely delete my Acronis account, which apparently will have the following effect:

"Once the account is deleted, your personal profile, serial numbers of all the registered products, as well as all the data stored in Acronis Cloud, will be permanently lost."

Then register a new account, enter the ATI2020 serial, and try again.  I.e. a version of the old "switch it off and on again" fix.

Or is that a really bad idea?

Legend
Posts: 82
Comments: 19303

#7

Joe, I wouldn't recommend deleting your Acronis Account - it is really akin to using a sledge-hammer to crack a nut if you do so, plus may cause other issues along the way.

Beginner
Posts: 1
Comments: 7

#8

Ok, fair enough - I'm not 100% sure what unforeseen issues that may cause.

I'll give their support a few more days and see if they can help.

Thanks!

Beginner
Posts: 1
Comments: 7

#9

So Acronis support has replied that what I'm experiencing is an "unusual scenario", and their development team will investigate, but it might take some weeks.

I'll just wait and see if they can solve it, as Acronis would be a great backup solution for me if it works.

They also indicated that they'd be happy to issue me with a refund if the problem cannot eventually be solved.

I'll post an update here if/when it gets resolved, in case it helps someone else down the line.

Beginner
Posts: 1
Comments: 7

#10

Acronis support got back to me saying that apparently my online storage account was restricted to 30GB for some reason.

I recreated the backup after they sorted that out, and it sometimes does back up, but sometimes fails.

So I'm not convinced yet that the Acronis Office 365 backup feature is something which can be trusted, but will give it a few days to see how it behaves.  Actually quite frustrating.

On the other hand, backing up some files and folders directly from my laptop has been working flawlessly since the very start.

Can anyone here perhaps comment on their experience with backing up Office 365 Personal?

Forum Star
Posts: 131
Comments: 3043

#11

I am not aware of having any problems. But I rarely place files in my personal OneDrive which I understand is the same as the one used by Office 365 Personal; I tend to use Office 365 for Business when using OneDrive, and that account is not supported by Acronis backup - as the I understand it the files are not on a Microsoft server, but on the server of melbpc.org.au.

Ian

Beginner
Posts: 1
Comments: 7

#12

Ok, so my Office 365 backups have now been running fine for a few days, and it seems like the issue is resolved.

Restores tested and confirmed working.

The only other strange thing is that the space used by the Office 365 backups don't reflect under the "Storage Status" section of my Acronis web dashboard - I only see space used which would match how much I'm backing up from my computer itself.  No big deal at the moment, though - it will be many years before I get anywhere near to using it all.

Forum Star
Posts: 131
Comments: 3043

#13

Glad to hear that things appear to be working as expected.

Ian